Last updated: [Insert Date]
1. General Policy Overview
Because precious metals prices are highly volatile, most bullion transactions are final once your price is locked and your order is confirmed.
This Refund & Return Policy explains when refunds, returns, exchanges, and cancellations are available, and how market loss and fees may apply.
By placing an order with Absolute Bullion, you agree to this Policy in addition to our Terms & Conditions and Shipping Policy.
2. All Sales Are Final – Limited Exceptions
Unless specifically stated otherwise in writing:
- Bullion products (gold, silver, platinum, palladium bars and coins) are non-refundable and non-returnable once your order is confirmed and your price is locked.
- We do not issue refunds due to changes in precious metal prices, market conditions, or buyer’s remorse.
The only typical exceptions are:
- We shipped you the wrong item (wrong product, size, or type compared to your order);
- Your order arrives damaged or with obvious manufacturing defects;
- A limited, pre-approved return or cancellation is granted by us, in writing, under our Market Loss Policy (Section 4).
3. Incorrect or Damaged Items
If you receive:
- The wrong product, or
- A product that appears significantly damaged or defective upon arrival,
you must:
- Contact us within 2 business days of the delivery date shown on the carrier’s tracking;
- Provide:
- Your order number,
- Photos of the product and packaging, and
- A brief description of the issue.
If we determine that we are at fault, we may, at our discretion:
- Replace the item,
- Provide an equivalent item of similar type and value, or
- Issue a refund for the affected portion of your order.
In these cases, we will usually provide return shipping instructions and may cover reasonable return shipping costs, provided you follow our packaging and shipping requirements.
Products must be returned:
- In their original packaging,
- With all original accessories and documentation, and
- Without alteration, tampering, or cleaning.
4. Market Loss Policy (For Cancellations and Certain Returns)
Precious metals prices can change rapidly. Once your order is confirmed and your price is locked, we may have already committed to purchasing or selling metal on your behalf at that locked price.
If we allow a cancellation or return for a confirmed bullion order (whether before or after shipment), you will be responsible for any Market Loss, plus any applicable fees described below.
Market Loss is:
The difference, if any, between:
- The metal price at the time your order was confirmed (locked price), and
- The metal price at the time we offset or reverse the transaction,
multiplied by the quantity of metal involved.
- If the market has moved against us (prices down for your purchase, or up for your sale), Market Loss may be charged to you.
- If the market has moved in your favor, any Market Gain typically remains with Absolute Bullion and is not paid out to you, consistent with industry practice.
In addition to Market Loss, we may charge:
- A cancellation / restocking fee (for administrative and hedging costs);
- Any non-refundable payment processing fees (e.g., card fees);
- Any shipping and insurance costs already incurred.
We will provide you with a calculation or good-faith estimate of any Market Loss and fees at the time of cancellation or return approval.
5. Order Cancellations by Customer
Once your order is confirmed:
- It is generally final and non-cancellable.
- If you request a cancellation, you must contact us immediately by phone and/or email.
At our sole discretion and where permitted by law, we may:
- Allow cancellation subject to:
- Market Loss (Section 4), and
- Cancellation / restocking fees; or
- Decline cancellation and require you to complete the transaction under the original terms.
If payment is not received within our required timeframes, we may treat your order as cancelled by you and apply our Market Loss Policy and relevant fees, similar to other professional bullion dealers.
6. Payment Reversals and Chargebacks
Payment reversals and chargebacks (for example, via credit card or bank) are treated as unauthorized cancellations.
If you initiate a reversal or chargeback without a valid basis:
- We may consider your order cancelled;
- You will be liable for:
- Any Market Loss,
- Processing and administrative fees, and
- Any legal or collection costs incurred.
We reserve the right to pursue collection of any amounts owed, as well as to suspend or close your account and restrict future orders.
7. Refused, Returned, or Undeliverable Shipments
If a shipment is:
- Refused at delivery,
- Returned to us after multiple failed delivery attempts, or
- Returned as undeliverable due to incorrect or incomplete address information,
we may, upon receiving the returned package:
- Re-ship the order to an updated address, with additional shipping and insurance charges; or
- Treat it as a customer-initiated cancellation and apply:
- Market Loss (Section 4),
- Shipping and insurance costs both ways, and
- Any restocking or administrative fees.
Bullion prices may move significantly during transit and return; as a result, the refunded amount (if any) may be less than what you originally paid.
8. Non-Returnable Items
In addition to bullion generally being non-returnable, the following are typically not eligible for return or refund (except where required by law):
- Special-order, custom, or personalized items;
- Clearance or final-sale items clearly marked as such;
- Products that have been opened, altered, cleaned, damaged, or removed from original packaging;
- Products not returned in the condition in which they were shipped.
We reserve the right to refuse any return that does not reasonably meet our condition standards.
9. Time Limits for Reporting Issues
To protect both you and us:
- Claims for incorrect items, missing items, or damaged shipments must be reported to us within 2 business days of the carrier’s recorded delivery date.
- Claims submitted after this period may be rejected, in which case the transaction will be treated as complete and final.
Please inspect shipments promptly upon delivery and retain all packaging materials until any claim is resolved.
10. Buyback Options (Not a Refund)
Even if a purchase is not eligible for a refund or return, we may, at our discretion, offer to buy back qualifying bullion from you at our then-current bid price.
- This is a separate transaction, not a reversal of your original order.
- The bid price may be higher or lower than your original purchase price.
- You are responsible for securely shipping the items to us and for shipping/insurance costs unless otherwise agreed in writing.
Buyback is not guaranteed and is subject to current market conditions, inventory needs, and compliance requirements.
11. How to Request a Return or Refund
If you believe you qualify for a return, exchange, or refund under this Policy:
- Contact us first before shipping anything back:
- Provide your name, order number, contact information, and a clear description of the issue.
- Wait for written confirmation and return instructions. Do not send products back until you receive these instructions.
- When shipping any approved return:
- Follow our packaging and security guidelines,
- Use a tracked and insured shipping method, and
- Retain your tracking information until the process is fully resolved.
We are not responsible for return packages that are lost, damaged, or misdelivered if you ship them contrary to our instructions or without adequate insurance.
12. Changes to This Policy
We may update this Refund & Return Policy from time to time to reflect:
- Changes in law or regulation,
- Changes in market practice, or
- Changes in our internal risk management policies.
When we make changes, we will update the “Last updated” date at the top. Any revised Policy is effective immediately upon posting on our website, unless otherwise stated.
13. Contact Information
If you have questions about this Refund & Return Policy or believe you may qualify for a return, refund, or exchange, please contact:
Absolute Bullion
Website: https://beverlybullion.com/